Configuring screen pops

Out of the box screen pop functionality is limited and may not meet your specific needs. To remedy this situation, the CIC Integration with Siebel can be configured to send any additional attributes stored on the interaction for use on performing a screen pop. You can configure the attributes that are delivered in addition to the stock values in the Driver:EventCustomAttributes parameter. See CTI driver parameters.

When you use Interaction Attendant or Interaction Designer, these fields can store information like Customer ID number, Case ID, and Social Security Number via handlers. When you use Interaction Attendant, you can accomplish this task and it is much easier to administer. When the call reaches the Siebel client, an action needs to be associated with these generic values.

Using Siebel CTI Event handlers within the Siebel Communication Configuration you can achieve screen-pop based stock and custom attributes delivered with each event. Refer to the Siebel Communication Server Administration Guide in Siebel Bookshelf on how to implement new and existing event handlers.

By importing the Siebel Configuration provided, you have access to some screen pop functionality. For example, you can a screen pop to the contact screen based on the incoming ANI.

Note: Do not delete event handlers. Modify or add new ones instead.